Customer Service Representative - San Francisco, Costa Rica - Cognizant Technology Solutions

Cognizant Technology Solutions San Francisco, Costa Rica

hace 3 días

OTHER

Descripción

PURPOSE:
Customer Service Agent is responsible for providing effective customer service for
all customers by using knowledge of company products and services. This includes assisting
with inquiries, orders, account management, and handling customer complaints via phone,
email, or chat. The role may also involve handling both inbound and outbound calls.

Core functions:

Respond to customer inquiries via phone, email, or chat, providing a high level of customer

service (inbound and outbound calls)

Resolve product or service problems by clarifying the customer's complaint, determining the

cause of the problem, selecting, and explaining the best solution, and following up to ensure
resolution based on client's SOPs or given guidelines

Maintain and update knowledge of the company's products and services to provide accurate

information to customers

Keep records of customer interactions, transactions, comments, and complaints in the

customer service database, CRM or given tools

Collaborate with team members to meet and exceed customer service goals
Adhere to account SLAs and KPIs
Follow instructions and perform other duties as may be assigned by supervisor to comply

with Cognizant or client events

Requirements:

Education:
High school diploma, GED, or equivalent

Experience:
Previous experience in a customer service role is preferred

Language Proficiency:
Proficiency in English, both written and spoken

Technical Proficiency:
Basic computer skills and the ability to navigate the company's
customer service software.
o Experience using SAP for end users is considered a plus.

Skills:
o Excellent communication and interpersonal skills
o Ability to handle stressful situations and remain calm
o Good problem-solving skills and attention to detail
The foregoing job description in no way states or implies that these are the
only duties to be performed by the Associate occupying this position

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